IT Technician

IT Technician - Service Desk

Core job functions:

• Answer support requests that come in via phone calls, emails and the help desk system.
• Perform level 1 and 2 resolutions in support of customer networked environments. Examples include desktops, servers, client/server and web based applications, and common peripherals such as smart phones, printers, and scanners.
• Perform system administration tasks, adds/changes/moves of user and computer accounts, directory permissions adjustments.
• Accurately and promptly document issues and requests from customers at the time of ticket submission and during the course of support activities.
• Work effectively alone and with the team.
• Respond to scheduled client issues promptly.
• Perform issue and problem resolution remotely, on site, or by providing clear instructions to end users as needed.
• Collaborate with colleagues and other resources in support of complex issues.
• Manage and update various client/server applications, escalate to vendor support as necessary.
• Coordinate warranty hardware repairs with vendors.
• Install and upgrade desktop and server related software and hardware.
• Contribute to a growing team.
• Participate in after hours on call rotation.

Skills:

• Modern Microsoft Windows Desktop and Server Operations Systems
• Windows 10 and 11 experience.
• Windows Server 2019 and newer.
• Microsoft Office 365 Admin experience.
• Network Administration, Active Directory, DNS experience.
• Local and network printing.
• Remote support of information and infrastructure.
• Support of various enterprise client/server applications.
• Thin clients, Remote Desktop, Remote access.
• Working with Help desk, asset management, documentation and remote monitoring applications.
• Experience with iPhones, iPads, Android, Outlook Web Access, and Mobile VPN.
• Professional, personable, presentable, flexible.

Requirements:

• At least 2 years’ full-time experience supporting and implementing networked computer systems in a business environment.
• Excellent Customer Service focus, communications skills via phone, email and in person.
• Ability to work alone and in a team environment.
• Excellent analytical and troubleshooting skills.
• Ability to deal with frustrated callers on occasion.
• Demonstrated ability to quickly learn new applications, systems and requirements.
• Understanding of call flow process, call handling, call priorities and service level agreements.
• Maintain and update documentation of issues, applications and systems as these occur.
• Knowledge of Windows based server and desktop operating systems.
• Maintain regular, timely contact with customers, ISP’s and vendors in support of customers and their systems.
• Knowledge and practical experience in the use and application of popular personal computer software packages such Microsoft Office, Account applications such as QuickBooks and Peachtree, financial services applications, and various communications packages. EMRs.
• Ability to understand customer needs and to initiate and implement strategies to address them as well as communicate the technical information effectively and politely to non technicians.
• The desire to become an immediate contributor to our customers’ success.
• Must be able to lift 40 lbs.
• Valid driver’s license.
• One or more technical certifications such as A , MCP, MCSE, MCSA, CCNA and the like.
• Firewall, Router and VMWare experience are a plus as is experience utilizing various MSP management tools, such as ConnectWise, AutoElevate, N-Able, SolarWinds, WUG and the like.

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• On call

Work Location: In person

Salary : $15 - $16